Customer Satisfaction Program N202308320 Radio Display Inoperative Except For Backup Camera – 2020 Cadillac Chevrolet

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GLOBAL SAFETY FIELD INVESTIGATIONS
DCS5532
URGENT – DISTRIBUTE IMMEDIATELY
Date: October 1, 2020
Subject: N202308320 – Customer Satisfaction Program
Radio Display Inoperative Except For Backup Camera
Models: 2020 Cadillac CT4 & CT5
2020 Chevrolet Corvette
Equipped with Infotainment 3 Premium System W/Navigation
(RPO IOT)
To: All General Motors Dealers
General Motors is releasing Customer Satisfaction Program N202308320
today. The total number of U.S. vehicles involved is approximately 401.
Please see the attached bulletin for details.
Customer Letter Mailing
The customer letter mailing will begin late-October 2020.
Global Warranty Management (GWM)
The Required Field Action section on the Investigate Vehicle History (IVH) screen will
be updated October 2, 2020 or sooner. A list of involved vehicles in dealer new
inventory is attached to this message. Please hold all warranty transactions until IVH
has been updated.
END OF MESSAGE
GLOBAL SAFETY FIELD INVESTIGATIONS
Customer Satisfaction Program
N202308320 Radio Display Inoperative Except For Backup Camera
Copyright 2020 General Motors. All Rights Reserved. Page 1 of 3
Release Date: October 2020 Revision: 00
Attention: All involved vehicles that are in dealer inventory must be held and not delivered to customers, dealer
traded, or used for demonstration purposes until the repair contained in this bulletin has been performed
on the vehicle.
This program is in effect until October 31, 2022.
Make Model
Model Year
From To RPO Description
Cadillac CT4
2020 2020 IOT
Infotainment 3 Premium System
W/Navigation
Cadillac CT5
Chevrolet Corvette
Involved vehicles are marked “open” on the Investigate Vehicle History screen in GM Global Warranty Management
system. This site should always be checked to confirm vehicle involvement prior to beginning any required inspections
and/or repairs.
Condition
Certain 2020 model year Cadillac CT4, CT5, and Chevrolet Corvette vehicles, equipped with the Cadillac
User Experience with embedded navigation or the Infotainment 3 premium system w/navigation (RPO
IOT), may have a condition where the radio display is non-functional except for the backup camera. The
embedded Multi-Media Controller (eMMC) firmware contains a defect that could cause a continuous
rebooting condition. Rebooting will continue even after shutdown, resulting in a battery drain for the
affected vehicle, and possibly a dead battery and a no-start condition.
Correction Dealers will replace the radio receiver.
Parts
Quantity Part Name Part No.
1 Radio Receiver 84865578
The parts required for this program are on restriction and need to be obtained from an Electronic Service Center (ESC).
Please refer to your “involved vehicles listing” before ordering parts. These parts will be on Order Writing control and all
orders placed through GMCCA will cancel.
Warranty Information
Labor
Operation Description
Labor
Time
Trans.
Type
Net
Item
9105311
Replace Radio:
Corvette
CT 4
CT 5
ADD: USB Programming
.8
1.0
.7
.3
ZFAT N/A
Service Procedure
Replace the radio receiver. Refer to Radio Replacement in SI.
Dealer Responsibility
All new, used, GM Certified Used, courtesy transportation vehicles, dealer shuttle vehicles, etc. in dealers’ possession
and subject to this program must be held and inspected/repaired per the service procedure of this bulletin before
customers take possession of these vehicles. Involved vehicles must be held and not delivered to customers, dealertraded,
released to auction, used for demonstration, or any other purpose.
All GM Certified Used vehicles currently in the dealers’ inventory within the Certified Pre-Owned Inventory System
(CPOIS) will be de-certified and must be held and remedied per the service procedure in this bulletin. Upon submitting
an accepted/paid warranty transaction in the Global Warranty Management (GWM) system, the vehicle can be re-certified
for sale within the CPOIS system, or once again be used in the CTP program.
Dealers are to service all vehicles subject to this program at no charge to customers, regardless of mileage, age of vehicle,
or ownership, through October 31, 2022. Customers who have recently purchased vehicles sold from your vehicle
Customer Satisfaction Program
N202308320 Radio Display Inoperative Except For Backup Camera
Page 2 of 3
inventory, and for which there is no customer information indicated on the involved vehicle listing, are to be contacted by
the dealer. Arrangements are to be made to make the required correction according to the instructions contained in this
bulletin. A copy of the customer letter is provided in this bulletin for your use in contacting customers. Program followup
cards should not be used for this purpose, since the customer may not as yet have received the notification letter.
In summary, through October 31, 2022, whenever a vehicle subject to this field action enters your vehicle inventory you
must take the steps necessary to ensure the program correction has been made before selling the vehicle. In addition,
for vehicles entering your facility for service, you are required to ensure the customer is aware of the open field action
and make every reasonable effort to implement the program correction as set forth in this bulletin prior to releasing the
vehicle.
Dealer Reports
For dealers with involved vehicles, a listing with involved vehicles has been prepared and will be provided to U.S. and
Canadian dealers through the GM GlobalConnect Recall Reports or sent directly to export dealers. The listing may
contain customer names and addresses obtained from Motor Vehicle Registration Records. The use of such motor
vehicle registration data for any purpose other than follow-up necessary to complete this program is a violation of law in
several states/provinces/countries. Accordingly, you are urged to limit the use of this report to the follow-up necessary to
complete this program.
Courtesy Transportation – For USA & Canada
Courtesy transportation is available for customers whose vehicles are involved in a product program and still within the
warranty coverage period. See General Motors Service Policies and Procedures Manual for courtesy transportation
program details.
Customer Notification
USA & Canada – General Motors will notify customers of this program on their vehicle (see copy of customer letter included
with this bulletin).
Export – Letters will be sent to known owners of record located within areas covered by the US National Traffic and Motor
Vehicle Safety Act. For owners outside these areas, dealers should notify customers using the attached sample letter.
GM bulletins are intended for use by professional technicians, NOT a “do-it-yourselfer”. They are written to inform these technicians of
conditions that may occur on some vehicles, or to provide information that could assist in the proper service of a vehicle. Properly trained
technicians have the tools, equipment, safety instructions, and know-how to do a job properly and safely. If a condition is described, DO NOT
assume that the bulletin applies to your vehicle, or that your vehicle will have that condition. See your dealer for information on whether your
vehicle may benefit from the information.
We Support
Voluntary Technician
Certification
Customer Satisfaction Program
N202308320 Radio Display Inoperative Except For Backup Camera
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October 2020
This notice applies to your vehicle, VIN: ________________________________
Dear General Motors Customer:
We have learned that your 2020 model year Cadillac CT4, CT5, or Chevrolet Corvette may have a condition where the
radio display is non-functional except for the backup camera.
Your satisfaction with your Cadillac CT4, CT5, or Chevrolet Corvette is very important to us, so we are announcing a
program to prevent this condition or, if it has occurred, to fix it.
What We Will Do: Your GM dealer will replace the radio receiver. This service will be performed for you at no charge
until October 31, 2022. After that, any applicable warranty will apply.
What You Should Do: To limit any possible inconvenience, we recommend that you contact your dealer as soon as
possible to schedule an appointment for this repair. By scheduling an appointment, your dealer can ensure that the
necessary parts will be available on your scheduled appointment date.
If you have any questions or concerns that your dealer is unable to resolve, please contact the appropriate Customer
Assistance Center at the number listed below.
Division Number Text Telephones (TTY)
Cadillac 1-800-458-8006 1-800-833-2622
Chevrolet 1-800-222-1020 1-800-833-2438
Puerto Rico – English 1-800-496-9994
Puerto Rico – Español 1-800-496-9993
Virgin Islands 1-800-496-9994
We truly appreciate you taking the time to remedy your vehicle as we know your time is valuable. We want you to know
that we will do our best, throughout your ownership experience, to ensure that your GM vehicle provides you many
miles of enjoyable driving.
Neelie O’Connor
Global Executive Director
Customer Experience Operations
N202308320

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